IMPORTANT APPLICATION INSTRUCTIONS:
- Upload Resume or Curriculum Vitae for automatic
population of information to the application.
- The contact information, work experience, and education listed
on your Resume/CV will be parsed and input into your Montclair
- Review information and double-check all fields
containing information that the system parsed – the software is
intelligent, but you need to verify that the data is accurate.
- In the “My Experience” section, you will find a
Resume/CV upload option where you can submit your cover letter and
all other supporting documents.
If you have an expansive CV, we recommend that you
apply manually and only include the positions you have held in the
last ten (10) years . You will then be able to attach your
Resume/CV, as well as all other supporting documentation in the "My
Experience" section of your application.
Reporting to the Director of Building Repairs the Associate
Director of Facilities Customer Service develops and recommends
policies and standard operating procedures, oversees procures
activities, contracts goods and services, and manages unit budget,
personnel, after-hours call center services. The Associate Director
manages the Facilities Customer Service Center (FCSC) and serves as
the primary advocate for customer concerns within University
Facilities, providing a service and communications interface
between the division and the campus community. This position
utilizes strategic thinking, a strong customer focus, and the
ability to develop influential relationships across stakeholder
groups to deliver service improvements to University faculty,
staff, students, and contractors. The Associate Director oversees
Service Request and Work Order processing from intake through
fulfillment, and coordinates with division personnel to ensure that
completed procedures and work meet customers’ objectives and
PRINCIPAL DUTIES AND RESPONSIBILITIES :
- Determines call center operational strategies by conducting
needs assessments, performance reviews, capacity planning, and
cost/benefit analyses. Establishes and monitors production,
productivity, quality, and customer-service standards; contributing
unit data and performance analyses to organizational strategic
plans and reviews. Accomplishes organization goals by accepting
ownership for accomplishing new and different requests and explores
opportunities to add value to job accomplishments.
- Investigates customer service inquiries and manages swift
corrective action where necessary. Provides effective, appropriate,
timely, and consistent communication to stakeholders through all
stages of the Service Request and Work Order processes and
maintains comprehensive records. Enhances First Call Resolution
efforts to provide customers with enhanced communication about
service progress to avoid repeat calls and complaints on a single
- Defines, develops and recommends the effective utilization of
Maximo system specifications, managing resource planning and
Management Information (MI) teams in conjunction with business
objectives and Service Level Agreements. Coordinates with
Facilities Information Technology to develop call center customer
interaction and voice response systems and voice networks; design
user interfaces; develop and execute user acceptance test plans;
and plan and control system implementations. Provides system and
Service Request entry training for University faculty, staff, and
- Maintains and improves FCSC operations by monitoring Maximo’s
system performance. Identifies and resolves issues; prepares and
completes action plans; system audits and analyses. Manages system
process improvement and quality assurance programs. Identifies and
evaluates technologies by defining user requirements and
establishing technical specifications. Identifies and installs new
customer-focused tools and system upgrades.
- Strategically manages an operations management team to enhance
unit and division performance by setting clear and accountable
performance measures. Empowers and engages the FCSC team to create
a culture and process that achieve business goals and objectives.
Assesses and improves customer satisfaction and other customer Key
Performance Index metrics. Prepares call center performance reports
by collecting, analyzing, and summarizing data and trends.
- Manages staff and unit operations; develops job descriptions
and performance standards; provides performance evaluations and
performance improvement plans when necessary; coaches and guides
staff; and approves various personnel actions required, including
promotion, hiring, and disciplinary action in accordance with
University policies and State regulations.
- Coordinates with Facilities Training and Development to
develop, recommend, implement, and monitor staff training
compliance to maximize unit operations.
- Prepares unit budgets and manages expenditures and inventory.
Serves as Fiscal Agent for both units and manages requisition
processing and contracting goods and services.
- Maintains all files in accordance with regulatory and
- Attends training courses, seminars, or workshops, as
- Complies with safety standards applicable to the University and
with all rules, regulations and orders with respect to the
University’s occupational health and safety program. Maintains and
allocates adequate funds to ensure employee and workplace safety,
and identifies and/or reports hazards, injuries and accidents in an
accurate and timely manner. Ensures that employees are aware of and
comply with occupational health and safety training
- Performs other duties as assigned.
- Management retains the right to add or change job duties at any
- Graduation from an accredited college or university with a
- Minimum of four years of professional experience managing
operations customer service teams using Maximo, or a comparable
Maintenance Management System.
- Management or relationship management experience at a strategic
- Proficiency in the Microsoft Office Suite (Word, Excel, Access,
Visio, Power Point).
- Excellent written and verbal communication skills.
- Ability to occasionally work outside of normal office hours,
work evenings and/or weekends in the performance of assigned
PROCEDURE FOR CANDIDACY
- Experience with exceeding targets, KPIs, or SLAs, in a
quality-focused, compliance-centered environment.
Applicants should include a resume and cover letter describing how
their background, skills and education match the needs of the
University. When applying, please take a moment to carefully read
and follow the steps in the application instructions.
For questions or concerns, please contact Human Resources' Workday
Recruiting Support at 973-655-5000 (Option 2)
, or email
Montclair State University is an Equal Opportunity/Affirmative
Action institution with a strong commitment to diversity.
Additional information can be found on the website at
Title IX and 34 C.F.R. 106 Policy
Montclair State is required by Title IX and 34 C.F.R. 106 not to
discriminate on the basis of sex or gender, and does not
discriminate on the basis of sex or gender in the operation of
education programs and activities. The requirement to not
discriminate on the basis of sex or gender in the operation of
education programs and activities extends to admission and
employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/